Write ACL for Notification Comments

[Steven Parker]

Within a request workflow we are sending a notification to a user, who isn't part of the request (not the opened by, requested, for, etc).  If they respond to the email from our ServiceNow instance, it doesn't write back to the REQ/RITM because they don't have visibility to it (ACL issue).  The email is in the "Received" table in ServiceNow and there User ID is on it.

Essentially, we send notifications or emails to people from workflows for informational purposes and sometimes they reply to the emails, but the replies do not get written back to the comments of the REQ/RITM.

So how do you create an ACL on the RITM table that will allow anyone, with a User ID in the instance, that responds to an email from the ServiceNow Instance to write back to the comments on the ticket?

[Sumanth16]

Hi @Steven Parker ,

Please check existing inbound email actions on RITM.

Please refer to below thread:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0745464

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda

[Steven Parker]

I know how to create ACls based on Opened By or Requested For....that's not what I need.

I need an ACL that allows a user, that has no association with the REQ/RITM, but is a user in the sys_user table, to be able to write comments to a REQ/RITM if they reply to a notification from a workflow.  The inbound action that accomplishes writing the comments is irrelevant if the user can't access the record due to an ACL issue.